Business Profile

Dentist

Coast Dental

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Complaints

This profile includes complaints for Coast Dental's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

418 total complaints in the last 3 years.
125 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dental pain due to malpractice done to my mouth from the bad dentist.
Business Response
Date: 10/19/2023
Please provide copy of signed HIPAA form. Thank you
Customer Answer
Date: 10/19/2023

Complaint: 20726589

I am rejecting this response because:

Sincerely,

************************************
Business Response
Date: 10/19/2023
Please accept this as Coast's response to *******************. The doctor has thoroughly assessed the situation with the pain mentioned. As a result, he has requested that ******************* visit an Endodontist to obtain documentation confirming the dental health of the specific tooth that is in pain. Once we have received the necessary documentation from the Endodontist and it verifies that the tooth is in good health, the doctor will reconsider the possibility of remaking the bridge. This process would ensure that if additional restoration was needed, it was completed before covering up a potential dental issue with the bridge. At this time, we have not received any documentation from ******************* showing us this has been completed and no further work is needed. We would need documentation from the Endodontist to move forward with a resolution. We ask that ******************* contact the office with those results for the doctor to review. Thank you.
Customer Answer
Date: 10/20/2023

Complaint: 20726589

I am rejecting this response because:

Sincerely,

************************************
Customer Answer
Date: 11/03/2023

Complaint: 20726589

I am rejecting this response because:
I understand the complaint ID # ******************************* is closed due to Coast Dental not receiving clinical note report from endodontist evaluation. I would like to reopen the complaint as I did and do have copies of the report from ************************** DMD . Please find another copy attached of endodontist evaluation. Due to the nature of the perceived hostility and lack of cooperation from Coast Dental please provide them with a copy of the report. As this will provide documentation the report was received from ************************************* DMD.

Sincerely,

************************************
Business Response
Date: 11/03/2023
Please accept this as Coast's response to *******************. The report has not been provided to the office who treated you. We ask again that you provide to the doctor who you seen at the local office. Thank you.
Customer Answer
Date: 11/14/2023

Complaint: 20726589

I am rejecting this response because:
This response was taken verbally by BBB:
After receiving Coast's most recent response, I attempted to contact the local office several times by phone and email. The local office provided me the wrong email address on three separate occasions. I finally drove to the office on Friday, November 10th and hand delivered the endodontist report to *********, the office manager, who tried to refuse to accept the report. Since then, there has been no follow-up from the local office. I expect Coast Dental's corporate office to address my issues as the local office has been ignoring me and refusing to address the issues and they are owned by the corporate office.
At this time, both the corporate office and the local office are in receipt of the endodontist report confirming that I do not need additional work. I expect my bridge to be remade promptly.

Sincerely,

************************************
Business Response
Date: 11/14/2023
Please accept this as Coast's response to *******************. The doctor who treated you is who will need to review and complete an assessment from the report received. A request has been sent to the attending office to reach out to you. Thank you.
Customer Answer
Date: 11/19/2023

Complaint: 20726589

I am rejecting this response because:
I have your messages and please continue.
Sincerely,

************************************
Business Response
Date: 12/04/2023
We have received a response from the attending dentist. It was confirmed they attempted to reach ******************* but has not received a return call to discuss. Thank you.
Customer Answer
Date: 12/28/2023

Complaint: 20726589

I am rejecting this response because:
I tried to reach the company and they ignored me and also they harrassed for a amount of money I never owed
Sincerely,

************************************
Initial Complaint
Date:10/06/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
6/7/2023 I requested my records (I was changing dentists) and a refund that was owed to me for overpayment. I was told they would be sent 6/7/2023. I was told on 6/8/2023 someone would contact me. 7/5/2023 I was told my refund check would be refunded when it got processed and it was put in on that day and could take up to 3 months to complete. On 9/29/2023 I reached out again saying we were 6 days away for the "up to 3 months to complete". I heard nothing. 10/5/2023 I told them I was going to contact the BBB. I have heard nothing and I haven't received my refund as of today, 10/6/2023.
Business Response
Date: 10/18/2023
Patient has been contacted by office and credit card information obtained in order to provide patient her $14.70 refund.
Customer Answer
Date: 10/18/2023

Complaint: 20703068

I am rejecting this response because: they have not acted on it. It was on 10/9/2023 that I was contacted by Coast Dental ***** and my credit card number was taken. That was 9 days ago. I have called my credit card company every other day and the credit has not been posted as they say. I can come by the office and they can credit my account on the spot, and that way we would all know this taken care of. Please let me know if you would like me to come directly to the office.

Sincerely,

*********************
Business Response
Date: 10/24/2023
**************, your refund has processed. Once again, our sincere apologies for any inconvenience.
Customer Answer
Date: 10/24/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
10/24/2023
Coast Dental,
It is very unfortunate that you make your clients have to reach out to the Better Business Bureau to resolve a matter that could have been resolved in your office 4 months ago very easily. $14.70 is not a lot of money, but when you withhold a refund that was due to your client, and then per an email say the refund had been issued, when it clearly was not, you are committing fraud. I will make sure this is known about your company, and I will tell all my associates.
The refund as processed on my credit card on 10/22/2023.

*********************

Sincerely,

*********************
Initial Complaint
Date:10/04/2023
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had work performed in May 2023 and paid in full my obligation for the work. Coast Dental keeps sending me bills for the insurance portion of the claim. I have verified with the insurance provider that they paid Coast Dental for the work. I have made numerous calls to both the office and the business center to resolve the matter. The office never returns the call and you cannot leave a message with the business center as their mailbox is full. ***************** has called as well to set the record straight with Coast and also can not get thru. Coast needs to fix their faulty accounting and stop billing me.
Initial Complaint
Date:10/04/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
3/10/2022 I had a cap installed (three teeth) that cost $5,061. On 9/22/2022 I advised tech at my cleaning while eating I had heard a crack. She advised she didn't see anything. 7/1/2023 the cap broke off and two of the teeth attached to it fell out. Contacted Coast Dental was advised office I had work done no longer had a dentist (Cascade location) but made me an appointment for their soonest available appointment at the ******** location for August 31, 2023, at 8:00. I was contacted by Passion ******** ************ to try to resolve issue. I advised I would like a refund vs replacing because I no longer go to that dentist. Was advised she would have answer before August appointment. Call ******************* 8/28/2023 to remind of upcoming appointment was advised they would probably refund because dentist don't like to come behind other dentist work. Left messages for ******************* 8/30 no reply. I canceled appointment because that advised they would be charging for appointment. Have made in excess of 50 attempts to reach ******************* (call to her and corporate *************), voicemails to her and corporate) and she has not replied. I am out in excess of $5000 for dental work that broke. When we last spoke, she said she had to speak with manager to clear refund. I advised would like to have work done with new dentist incase there were any problems. After dealing with them not filing claims and holding credits on my account that were due to me, I just want my money back so I can have the repairs done on my teeth.
Business Response
Date: 10/04/2023
We have spoken with this patient recently. She paid using a ****** Loan $2326.75 08/09/2022 and $2,775.75 01/25/2022 which the document attached will show. This Loan does not go back to the patient it goes back to ******. There was no payment made from this patient other than the $199.50 10/24/2022 which the Ledger shows. It is ******* responsibility to issue any refund due to patient because she is responsible for the Loan applied for through ******.
Customer Answer
Date: 10/10/2023

Complaint: 20696234

I am rejecting this response because:
This response was taken verbally by BBB.
The ledger the business sent is for all of my visits that Coast failed to file with my insurance company. Claims were finally filed after I contacted my insurance and paid out by my insurance. The reimbursement they are referencing is a refund for the costs that I paid out of pocket which should have been paid by insurance. That is not the issue of my complaint.
My complaint is that I received a bridge from Coast. Coast was paid in full of approximately $2,700.00 for this bridge (through insurance and my loan through ******). The bridge was defective and broke. The first time I felt it crack, I wasn't doing anything or eating anything. When it finally broke, after I had brought it to their attention, I was not eating any hard food. Coast failed to address this at my September visit and has since told me they no longer have a dentist at this location to address it. Therefore, I am seeking a complete refund for the bridge so I can have it redone by another dentist.

Sincerely,

*******************************
Business Response
Date: 10/25/2023
The patient has already been refunded. We do not owe her anything.
Initial Complaint
Date:10/04/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had my teeth pulled and dentures at Coast Dental *****************, all of which were covered by insurance. I told them I wanted to upgrade to better dentures, premium and had to make payments to Care Credit for the balance almost $3000. one of the teeth chipped and I went back only to find out I was not given the premium dentures I was given the plastic ones that my insurance covered. I have made over 100 attempts to get a refund to no avail
Business Response
Date: 10/17/2023
Good afternoon,
We have gone ahead and refunded *************************** appropriately. After lengthy phone conversation it was established that *************************** did indeed have the denture set in his possession after being advised we had signed documentation stating he received them, was advised of consent forms and treatment plans he signed in advance to treatment. *************************** was again advised that immediate dentures unfortunately do not have an accurate fit due to healing and changes of gingival tissue. *************************** recognized that, but stated due to his age he was not going to walk around without teeth therefore wanted to go the immediate denture route. He was advised to contact office and see if they can provide him adjustments or temporary liners to help with the fit. ****************************. On 10-6-2023 Mr. *********** was refunded $800 back to his ****** credit loan. Although we sympathize with his financial situation, we did provide services at his request. We do continue to encourage him to visit our location to help him seek comfort with his appliances.
Respectfully
Initial Complaint
Date:09/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
December 2022 I went for my first visit for **rays and a cleaning. They quoted me for a price I had to pay upfront and then when my insurance reimbursed them, they would reimburse me. I decided to just do the **rays for $116, so I could verify this process with my insurance before forking out all that money. My insurance said they should not have charged me upfront. A few weeks go by and when I call Coast, they say they did not file a claim. I had to ask again that they file the claim so I can get my money back. In February 2023 I go for a teeth cleaning that I am not charged for. Im still waiting to be reimbursed for the initial visit. I call every few weeks and am told every time 6-8 weeks. Its now September and my latest call I found out rather than filing a claim for my teeth cleaning in February, they just used my refund from the initial payment in December to cover it. It doesnt make sense to me why it takes multiple calls and begging them to please file a claim so my insurance can do what its supposed to do and cover these preventative maintenances at 100%. On top of this, *******, the receptionist is incredibly rude and hangs up on me when I ask questions. Im just trying to find a solution. When you visit a dentist and give them your insurance info, its assumed you can trust they will file claims for all services but that has not been the case at Lake City Coast.
Business Response
Date: 10/11/2023
The office has resubmitted the claim to insurance. The office is asking for time for claim to process.
Initial Complaint
Date:09/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to Coast Dental of *********** on 9/1/23. I was told I needed an extensive cleaning and I had to pay upfront for the services. My insurance was billed the amount of $1,940.00 of which my *** statement says I owed $59.48. I paid them $1,702.45 which included $149.70 of items they said my insurance wouldn't cover and they didn't bill them. Even with that my total due would have been $209.18. I have left SEVERAL messages with the office with no return phone calls. I went to the *********** office yesterday and was told that they don't have to follow the *** statement. This is an in network dentist so that is untrue. I would like my refund of $1,493.27.
Business Response
Date: 09/28/2023
Please accept this as Coast's response to ************* complaint. Thank you for reaching out to us with your concerns, and we appreciate the opportunity to provide clarification on this matter. On September 1, 2023, ********************* received treatment as a new patient through Teledentistry. During this appointment, *********** was provided with a treatment plan for the exam, x-rays, and oral cancer screening, which she agreed to and signed. Later in the appointment, a comprehensive treatment plan was presented for Periodontal Scaling and Root Planning, which the patient also consented to and signed all necessary documents, including a Financial Agreement for Alternative Treatment (FAAT) form confirming she understood these were services not covered by her insurance. On September 27, 2023, *********** requested a refund, citing an Explanation of Benefits (***) from her insurance provider. We clarified that the charges reflected in the *** were standard fees routinely submitted to all insurance providers, but the fees are dictated by contracted rates, which were illustrated by the "Allowed Amount" indicated in the ***. Despite our efforts to explain the charges, *********** remained focused on the billed amount to her insurance, which showed her responsibility as $59.48 for the covered benefits which does not include the services provided that are not covered benefits, so there will be a difference in cost. We have provided *********** with all pertinent documents related to the date of service, each of which has been signed by her. We also suggested that she contact her insurance provider to review the procedure codes listed on the office receipt. She can request a fee schedule from her insurance. This would enable her to understand that the particular codes were not covered benefits by her plan, and the amount she paid for the visit was correct. There is no refund due for services completed at the rate agreed upon with the ***********. Please see the attached documentation. Thank you.
Customer Answer
Date: 09/28/2023

Complaint: 20663535

I am rejecting this response because:
I have contacted my insurance company twice. They have stated that I am only responsible for the co-insurance amount of $59.48 out of the $1,940.00 billed to Ambetter Sunshine/Envolve Dental. I am a cancer survivor. I know insurance very well. Coast Dental should have billed for the entire amount and let the insurance decide what is covered and not covered. Regardless of that, I was charged a total of $2,089.70. My insurance was billed $1,940.00 and of that my co-insurance is $59.48. My insurance company stated that I was due a refund and would like Coast Dental to contact them to go over this as Coast Dental is an in-network provider and contracted by my insurance provider, but the office refused to do so. I believe I am due a refund of $1,602.45.

Sincerely,

*********************
Business Response
Date: 09/29/2023
Please accept this as Coast's response to Ms.***. We would like to reiterate that we have already provided all available documentation that confirms ************** awareness of the cost and charges before the treatment commenced. Additionally provided financial consent forms which confirms that Ms.*** understood the services that would not be covered under your insurance. The billed amount is valid and was agreed upon during her visit to our offices. As the services were completed and acknowledged by Ms. **** we are unable to authorize a refund for these services. We encourage you to submit a grievance through your insurance company for further clarification if you believe there is a discrepancy. Thank you.
Initial Complaint
Date:09/27/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Patient=Person that filed this complaint. A local office of Coast Dental overcharged patient by $118.00 per the attached documentation that patient's dental insurance company provided the patient. Patient's dental insurance company told patient they were in contact with Coast Dental's **************** after patient contacted their dental insurance company about being overcharged. It is patient's understanding from their dental insurance company that Coast Dental **************** agreed to refund $118.00 amount on 8/29/2023 or shortly prior to that date during communication(s) with patient's dental insurance company. Patient paid via card swipe @ Coast Dental local office where services were rendered. Patient's account#s are not provided "verbally" to protect the account# & to protect it from unauthorized charges, so an account# was not provided verbally on any date of service & will not be provided "verbally". If Coast Dental doesn't have the capability of issuing patient the refund without being "verbally" told an acct# then the **************** is to refund the patient in the form of a check then mail it to patient's address they have on file then email the patient @ the email address they have on file the date the check is mailed. Coast Dental **************** is the only location of Coast Dental authorized to contact the patient going forward. Coast Dental ********************************** offices are to keep patient's personal information private (including, but not limited to name, date of birth, address, phone#, dental ********) which means it is not to be sold to any person or entity for marketing purposes or any other purpose & is only authorized to be provided to patient's ******************* dental insurance company. The only exception is Coast Dental is authorized to provide the Better Business Bureau aka BBB information BBB requests in order to assist BBB in resolving this complaint.
Business Response
Date: 09/27/2023
Please provide signed HIPAA. Thank you
Customer Answer
Date: 09/27/2023
See Attached
Business Response
Date: 09/27/2023
Please accept this as Coast's response to *******************. We have thoroughly investigated the issue and have been in contact with your insurance company to resolve it. Regarding the agreed-upon refund of $118.00, we understand that the refund was scheduled to be issued by our **************** around August 29, 2023, as communicated by your insurance company. We sincerely apologize for any delay in processing this refund. To ensure a smooth refund process, we kindly request that you provide us with the necessary information. As stated, if you no longer have the original payment method used, we will require a letter from your bank confirming the last 4 digits of the card number, the status of the account, and the bank's official letterhead. This information will enable us to process the refund accurately and securely. Please be assured that we have already discussed this process with you and your insurance company, and they have agreed to inform you of the required steps. You can contact the office at ************, select option 3 or go into the office to provide the refund information. Once we receive the necessary information, we will proceed with issuing your refund promptly. Thank you.
Customer Answer
Date: 09/28/2023

Complaint: 20659644

I am rejecting this response because:
This response was taken verbally by BBB:
I do still have the credit card that was used. However, due to past identity theft, I do not give my credit card information to anybody verbally. I offered to go into a local office to have my card swiped, but was refused. I also don't understand why the accounting department at Coast cannot go into their payment processor account, find the transaction and reverse it, like every other business.
The dates of thes transactions are:
$5.00 - Transaction Date: 08/03/2023 Post Date: 08/04/2023
$113.00 - Transaction Date: 06/12/2023 Post Date: 06/13/2023

As of yesterday, I contacted my credit card company and they credited the $5 erroneous charge and have initiated a dispute for the $113.00.

At this time, I expect Coast Dental to not fight the credit card dispute and allow the refund to be processed by my credit card company through the dispute process.

Sincerely,

*************************
Business Response
Date: 09/28/2023
Please accept this as Coast's response to *******************. We understand your request to process the refund, but we would like to clarify our policy regarding credit card information. For security purposes, we do not keep credit card numbers on file after a transaction is completed. Our records only contain transaction details for billing and documentation purposes. Unfortunately, without the necessary card information, we are unable to initiate a refund directly to your card. We kindly ask that you visit our local office and provide the card information so that we can complete the transaction and process the refund accordingly. Thank you for your understanding and cooperation in this matter.
Customer Answer
Date: 10/06/2023

Complaint: ********: Patient's response to Business's 09/28/2023 Resolution:
-After patient refused Coast Dental's 09/27/2023 resolution responses then patient contacted patient's credit card company on 09/27/2023 then disputed $5.00 of the amount charged on transaction date 08/03/2023 & disputed $113.00 of the amount charged on transaction date 06/12/2023.
-Patient's credit card company then credited patient's account the $5.00 overcharge from the 08/03/2023 transaction.
-As of 10/06/2023 @ 7:30pm est patient's credit card company has not credited the $113.00 overcharge amount of the 06/12/2023 transaction. Patient's credit card company is currently doing research regarding patient being overcharged.
-Patient will not provide patient's credit card# to Coast Dental ************** verbally via phone or verbally in person to keep patient's credit card account# secure.
-********************** confirmed in this BBB complaint that patient is owed the amount disputed. Therefore patient documents two options as follows:
-Option #1: Coast Dental **************** will need to work directly with their financial institution to refund patient's credit card without a verbal credit card# from patient being given to Coast Dental ************** via phone & without it being provided verbally in person.
OR
-Option 2: Coast Dental to not fight the credit card dispute and allow the refund to be processed by patient's credit card company through the credit card dispute process.
-The above two options keeps patient's credit card account# secure, reduces the risk of any additional incorrect charges being made to patient's account by ********************** ************** & allows the refund to be completed & processed to patient's credit card in a secure manner.
Business Response
Date: 10/10/2023
Please accept this as Coast's response to *******************. We have provided the options available to you to complete this refund. Until that information has been provided, we are unable to move forward with completing the refund. Thank you.
Customer Answer
Date: 01/03/2024
Please reopen BBB Complaint# ******** & include the below information.

-Signed HIPPA form was provided by Patient to Better Business Bureau on 9/27/2023.
-Patient provided credit card information verbally on the phone to Coast Dental **************** in ** ************ on 10/26/2023, so patient is reopening this BBB Complaint due to Patient is still owed a refund after providing the credit card information of the card that the overcharges were charged to.
-Dental ***************** Updated: Patient notified her dental insurance company today(01/03/2024) the date the credit card information was provided to Coast Dental **************** ************ & the status of this refund.
-On 10/26/2023: Patient called Coast Dental **************** @ ************, chose option zero for operator, requested to speak with the ************ to provide the credit card# that was used @ Coast Dental, was transferred to the ************, spoke to a representative & provided the credit card information verbally over the phone(that was used for the Coast Dental transactions). Representative told Patient the refund should be received in approximately two weeks.
-On 11/14/2023: Patient called the same # & got transferred by the operator to the same **** as 10/26/2023. Representative said their name is *******. Patient asked what the refund process was then Patient was told the refund was pending District Manager approval & after it is approved by the District Manager then ******** puts it in a batch.
-On 11/30/2023: Patient called the same # & got transferred by the operator to the same **** as 10/26/2023 & 11/14/2023. Spoke to a representative that said her name is *************** Patient was told by the representative the District Manager has not approved it yet, so it is being sent to an account representative named ********. It is Patient's understanding that ******** is located @ the Coast Dental ****************. Representative said she was going to walk the paperwork over to ******** that same day since it had not been approved by the District Manager yet.
-NOTE: The representative, that said their name is ******* in the Coast Dental **************** ************, was very kind & professional while talking to Patient on the phone. Patient is grateful that she was able to speak with ******* that works in Coast Dental's **************** ************.
-OPTION 1: Coast Dental refund $118.00 to Patient's credit card then Patient will call & authorize her credit card company to reverse the $5.00 credit that the credit card company gave Patient on 09/27/2023 as a result of the 08/03/2023 $5.00 overcharge.
-OPTION 2: Coast Dental refund $113.00 instead of $118.00. The $113.00 is for the 06/12/2023 overcharges since Patient's credit card company credited Patient's credit card the $5.00 overcharge on 09/27/2023 from the 08/03/2023 Coast Dental overcharge transaction.
-OPTION 3: Issue a refund check to Patient in the amount of $118.00 & mail it to Patient's address. Coast Dental has Patient's mailing address then Patient will call & authorize her credit card company to reverse the $5.00 credit that the credit card company gave Patient on 09/27/2023 as a result of the 08/03/2023 $5.00 overcharge.
-OPTION 4: Issue a refund check to Patient in the amount of $113.00 for the 06/12/2023 overcharges & mail it to Patient's address.
-Please notify Patient in this BBB complaint which refund option Coast Dental selects & the date the refund is actually processed.
Business Response
Date: 01/04/2024
Refund has been completed. Please see the attached refund receipt. Thank you.
Customer Answer
Date: 01/14/2024
Please share the following comment with Coast Dental aka "Business" & close this BBB Complaint ID# ******** as "resolved": Patient reviewed the response made by the Business in reference to BBB Complaint ID# ********, and find the Business's resolution acceptable. The refund of $118.00(that was issued to Patient on WED 01/03/2024) by the Business posted to Patient's credit card on SAT 01/13/2024. Patient called her credit card company's claims **** on SUN 1/14/2024 to advise them this was resolved as a result of Patient being refunded the disputed amounts of ($113.00 overcharged on 06/12/2023 & $5.00 overcharged on 08/03/2023) by the Business, but the claims **** is closed. Patient called her medical insurance company on SUN 1/14/2024 to advise them this was resolved(Patient was refunded $118.00), but they are closed today(SUN 1/14/2024). Patient will call them both again on MON 1/15/2024. If they're closed on MON 1/15/2024(due to ****************************************) then Patient will call them again on TUES 1/16/2024 to notify them. It is Patient's understanding she had to accept or reject the Business's 01/03/2024 resolution no later than today(1/14/2024), so that's why Patient is not waiting to respond to the Business after she notifies her credit card company & medical insurance company.
Initial Complaint
Date:09/25/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to coast dental for dental visit, and every time the bill was paid at visit, they were overpriced but I paid them at each visit, after last visit they sent me another bill, I tried to call the business, they said they will look into it but never called back now they sent my bill to collections. I need to file a dispute with the business or the collections company?
Business Response
Date: 09/25/2023
Hippa not properly filled out.
Customer Answer
Date: 10/02/2023
See Attached
Business Response
Date: 10/02/2023
Good morning,
Please find attached account ledger that itemizes why patient has balance. We do estimate as closely as we can when providing services to what should be expected from insurance companies. But, in the end it is only estimated and not a guarantee of payments. It is patient's responsibility to pay what insurance companies do not pay.
Dates of services
11-29-22 estimated ins portion $353.20 ins payment was $235.20 pt bal $118.
11-30-22 estimated ins portion $325.60 ins payment was $276.80 pt bal $48.80 =$166.80
12-5-23 estimated ins portion $325.60 ins payment was $276.80 pt bal $48.80 =$215.60
2-27-23 estimated ins portion $77.60 ins payment was $98 pt credit $20.40 =$195.20
Patient can contact office directly to provide payment, and that will have him removed from collections.
Respectfully
Grievance ***** Coast Dental
Initial Complaint
Date:09/21/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 25th I had appointment at H32363637333137**3637H to see about implants. When they called my name I saw the assistant and told her I needed ceramic implants not titanium. She went to speak with the doctor and reported to me That they didn&#**;t do ceramic implants. And she gave me a form recommending me to 2 different places that do and I left. I had no more contact with them until I received a bill for an X-ray procedure that never happened. I called him and left a voicemail that I was furious that I was being billed for something that did not happen. I never received a response. When I called again a few days later, you could no longer leave messages. So I called my ***************** and told them they paid for a charge that never happened. And they insisted on trying to reach them their self while they had me on the line. No one ever answered the phone. They said they would continue to try and get back with me. Several days later, they notified me that they could not reach them or ever get them to pick up the phone. I looked for an email to send to them and they had none. So on the next bill they sent me. I wrote my complaint across the bill and mailed it back to them. There was still no response. On the second bill I received I sent to them telling them if they did not respond and credit. My ***************** back the money they paid. Then I would be reporting them to the district attorney of Hernando County for fraud. I have delayed in doing that wanting to notify the H3333**30333331**3730H first. Two days ago I received yet another bill in the mail as if nothing had been that changed at all. I dealt with coast dental a long, long time ago. Probably 14 years ago, and they were not like this then. I feel like I have no other choice than to report them for fraud. Because after this many months, and it is now the end of September, They obviously have no intention on correcting this billin Sent from *********** mobile
Business Response
Date: 09/27/2023
Please accept this as Coast's response to *****************. Thank you for giving us the opportunity to review this case. We apologize for the inconvenience you experienced when trying to reach our local office. After thoroughly reviewing your chart notes and consulting with the doctor, it has been confirmed that the billed x-rays were not completed. As a result, we have adjusted this item off of your bill to rectify the error. Furthermore, we want to clarify that we have not received any insurance payment for this item, as it was not billed through your insurance. We apologize for any confusion or inconvenience this may have caused. Attached you will find the updated ledger confirming; the highlighted items are the billed service and then adjusted. Thank you.
Business Response
Date: 09/27/2023
Please see attached ledger. Thank you.
Customer Answer
Date: 10/07/2023

Complaint: 20635291

I am rejecting this response because: the bill I received showed clearly that they already received $245 paid by Humana ******************* and when I spoke to them, they have on their records that they paid the amount to Coast Dental, which is why they did not hesitate to call Coast Dental with me on the line to try and clear this up. So you saying you never billed my insurance is totally false.

Sincerely,

*****************************
Business Response
Date: 10/10/2023
Please accept this as Coast's response to *****************. We do not show that we have received a payment from your insurance since your last DOS in January 2023 which was before this visit in May 2023. If your insurance paid any amount towards this service, please produce the explanation of benefits for that payment. Thank you.
Customer Answer
Date: 10/10/2023

Complaint: 20635291

I am rejecting this response because:
the bill ***** Dental sent me showed the money received from Humana, and when I called Humana they verified they paid for the exact procedure Coast Dental billed me for on 5/25/23.
Sincerely,

*****************************

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Coast Dental is NOT a BBB Accredited Business.